Current: Travel agencies haven't received any complaint from travellers

Travel agencies haven't received any complaint from travellers

Sunday, 25 August 2019Source: New Sunday Times

Kuala Lumpur: Despite the technical glitch that hit Kuala Lumpur International Airport (KLIA) since Wednesday, travellers have adhered to the instructions given by their travel agencies.

Grandlotus Travel Agencies Sdn Bhd director Datuk K. Thangavelu said up to yesterday, it did not receive any complaint as customers were well informed on the matter.

“We informed them about the situation through emails, phone calls and text messages. We advised them to arrive at the airport at least four hours before their departure. Usually our customers will be there at two to three hours before their flights.

“With the current situation, we want to make sure they don’t miss their flights. So far, we have not received any complaints,” he told the New Sunday Times.

Asked if the technical glitch had affected business, Thangavelu said things were running as usual. He said his customers were aware that it was a “temporary issue”, which the airport management would be able to solve.

Thangavelu hoped the situation could be rectified as soon as possible. “It would inconvenience the passengers if this was to happen again”, he said.

Amazing Travel and Tours Sdn Bhd also did not face many problems with customers.Its director, Mohd Anuar Fazaldin, said travellers were informed about the situation, and had been advised to arrive at the airport earlier.

Malaysian Association of Tour and Travel Agents (MATTA) President Datuk Tan Kok Liang said it was the responsibility of Malaysia Airports Holdings Bhd to ensure that they had sufficient back up and provide passenger updates.

As the situation slowly returned to normal at the airport yesterday, Tan asked if there was a need for passengers to come to the airport four hours before their flights.

“The counters appear to be back in business, but do travellers need to come much earlier tomorrow (today)? We are looking forward to MAHB to make a statement on this.

“Also, as a gesture of goodwill, respect and humility, MAHB should refund the passenger service tax to affected air travellers at KLIA and klia2. This is the way forward to express our Malaysian hospitality even though the refund amounts are petty compared with the inconvenience passengers had to experience.

“The system disruption caused anxiety and stress. Retiming of flights and long waiting hours adds to discomfort and unhappiness. Tour itineraries have to be cut short to ensure that tourists arrived four hours before departure, and tour guides are paid overtime to assist tourists at airport.”

At press time, MAHB, through its Twitter handle, announced that passengers could obtain flight information on their gates from the digital screens, which had been fixed, at the KLIA satellite building.